Routing is very important concept in Pega PRPC.Routing means to route the work to appropriate user. As the term says, routing routes the work item to manager or the approver.

Let’s make a note of some key points related to routing: -

Routing is done in the assignment shape on the Routing tab.

In any business process one or more persons are involved in completion of a work. Creation of a work item also needs it’s processing by someone else to complete the work. So, work item is assigned either to an operator or a workbasket.

Assignment work item to the operator means adding the work item to the operator’s wordlist.

A work item can be assigned to a worklist as specifying the “ToWorkList” activity on the Routing tab of the assignment shape.

On the Routing tab, we can also choose, “ToOrgUnitManager” activity. This activity will automatically route the work to the work list of the manager of the organization unit in which you are working. This helps to create a more generalized and useful version of the routing, which can be used in many organizations accordingly finding the suitable operator.

If we want to route the work to a specific operator, we need to choose “ToWorkList” activity. This requires the operator id of the specific operator. For example, “juniorloanofficer@abcbank.com”, it should be specified in double quotes as it contains a special character ‘@’.

We can also route work to a workbasket using “ToWorkBasket” activity. Workbasket is a container, which contains all the work, which is not assigned to anyone. This contains the open assignments. Anyone, who has access to workbasket, can pick up the work as resolve it.

A workbasket is related to a Workgroup. Workgroup is related group of persons who are authorized to resolve work. A workbasket is assigned to a workgroup.

Once the assignment in the workgroup takes up an assignment from the workbasket, no one else is able to access that assignment in the group.

Each operator who logs into PRPC portal has an associated Operator Id.

On the Work Setting tab of the Operator Id, we can specify to which Workgroup, we want this operator to be in.

In addition to the Workgroup, we can also specify the additional Workbasket for an Operator Id, from which it can take up the work. This is also mentioned on the Work Setting tab.

We can also specify if we want the operator to take up the work from the Workbasket first instead of the Worklist. By clicking a check box, “Get from Workbasket first”, we can prioritize the work.

Additionally, we can also specify the Skills of an operator. This is used in Skill based routing.

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